Carlo Victorino Mendoza is a seasoned BPO professional with over 13 years of experience seeking a new leadership opportunity. He has held director roles at both a US-based outsourced QA services company and a startup call center in Laguna. Mendoza has managed teams of up to 400 agents across various functions like customer service, data entry, and email support. He has a track record of improving performance, growing teams significantly, and launching new clients.
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1.Achieved 2.Automated 3.Actively engaged 4.Analyzed 5.Assessed 6.Completed 7.Conceived 8.Conducted 9.Coordinated 10.Presented 11.Streamlined 12.Created 13.Designed 14.Negotiated 15.Directed 16.Developed 17.Implemented 18.Generated 19.Identified 20.Managed 21.Organized 22.Reconciled 23.Supervised 24.Upgraded 25.Used ! CEO Jobs Keywords! The roles and responsibilities of a CEO are integral for the success of a company or organization, and so, you have to show them that you have those abilities, knowledge and skills needed to take over the duties and functions of a good CEO. Check out the following for information on the best applicant tracking system keywords to use. 26.Appointed 27.Retained 28.Facilitated 29.Created 30.Conducted 31.Consolidated 32.Planned 33.Carried out 34.Supervised 35.Enhanced 36.Marked 37.Analyzed 38.Approved 39.Developed 40.Evaluated
Experience in Operations support across ASEAN region. Skilled in Salesforce.com, MS office and analytic reporting.
Dependable and practiced in multitasking to accomplish overall goals.
Accomplished, motivated, mature, and productive desktop support technician with proven success providing both hardware and software support in both PC and Mac environments.
1. Carlo Victorino Mendoza
Seasoned BPO professional with over 13 years of solid industry experience seeking a
challenging yet rewarding opportunity to build & lead high performing teams.
⌂ B2 L43 Palm Grove Vill., Imus, Cavite
✆ +63.917.550.9797
✉ mendozacarlo@gmail.com
EXPERIENCE
BPO Management Consultant (Freelance) FEB 2015 - Present
Positions Held:
Director, PH Operations (US-based outsourced QA Services company)
Head of HR/Recruitment & Training (startup call center in Laguna)
Senior Operations Manager
MAR 2013-FEB 2015
❑Managed up to 400 agents doing various tasks such as
data entry/research, customer service, email support, etc.
for the hottest tech startups around the US.
❑Led the launch of what will become the company’s largest
client (ride sharing app).
NOV 2011-JAN 2013
❏Handled billing/customer support for a large, US-based
cable provider.
❏Responsible for the growth of a team that started with
less than 100 agents and ramped up to about 1,200 FTE
with 8 OMs & about 80 TLs across 3 PH locations.
Operations Manager
MAR 2011-NOV 2011
❏Managed about 200 customer service/sales agents for a
UK-based cable, phone & internet provider.
JUL 2009- JAN 2010
❏Led a team of about 120 membership retention agents for
a US-based customer engagement company.
❏Strategized & implemented processes that significantly
improved performance achieving top spot in vendor
ranking coming from last place in a period of 2 months.
JUL 2007- MAY 2009
❏Managed a team of up to 300 high performing sales
agents (call directors) for a US-based IT company who
mainly manufactures PCs, laptops and printers.
Senior Team Leader
FEB 2006-JUL 2007
❏Led a team of about 100 outbound sales agents for a
US-based VOIP provider.
eRep™/Team Supervisor
FEB 2003-MAY 2005
❏Supported a team of 15-20 tech support agents for a
US-based internet service provider.
AWARDS
SKILLS LIST (CONDENSED)
ACCOUNT TYPES HANDLED
Customer Service ✭✭✭✭✩
Technical Support ✭✭✭✭✩
Sales (Inbound/Outbound) ✭✭✭✭✭
Billing ✭✭✭✭✩
Collections ✭✭✭✩✩
Retention ✭✭✭✩✩
Audio Transcription ✭✭✭✩✩
EMAIL ✭✭✭✭✩
VOICE ✭✭✭✭✭
CHAT ✭✭✩✩✩
LANGUAGE PROFICIENCY
EDUCATION
BS Computer
Science
Class of 2002
❏Champion, Visual Basic Programming contest
❏Dean’s Lister (GPA: 1.68)
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